Customize which fields populate in activity share to email functionality

Related products: None

After logging an activity, I can share the details of that activity to the internal and external attendees. I would like the ability to customize which fields auto-populate into the body of that email.

 

Our team uses many custom fields in the activity object to prompt the CSM to provide details depending on the meeting type and sync information back to the account. For example, we have a field for “meeting sentiment” which contributes to the account health score. I would not want a customer to see the “meeting sentiment” score in the email recap, and it’s tedious to delete it from every single email that goes out (if we remember to delete it!).

THIS. I cannot believe it didn’t have any votes. 

This has potential for negative customer impact if the user isn’t diligent about deleting the unnecessary/ inappropriate values, and it’s easy to miss if you don’t scroll down. Plus it’s a PITA for the CSM to have to remember to delete (PS: @pgeorge here’s a CSM workflow improvement item)

In Timeline administration, we should be able to set which fields should NOT be included when using the Share via Email function.

 


THIS. I cannot believe it didn’t have any votes. 

This has potential for negative customer impact if the user isn’t diligent about deleting the unnecessary/ inappropriate values, and it’s easy to miss if you don’t scroll down. Plus it’s a PITA for the CSM to have to remember to delete (PS: @pgeorge here’s a CSM workflow improvement item)

In Timeline administration, we should be able to set which fields should NOT be included when using the Share via Email function.

 

OMG, this. This is almost like this issue (Restricting external sharing of the Customer Cheat Sheet).

Surely we can get some way to toggle certain fields to be restricted from sharing externally, or at the very least, a warning message that the email may be oversharing information with the customer.


Agreed - we don’t really use this functionality at the moment but I can see this being potentially dangerous if certain fields we don’t want our clients to see are not caught before the email is sent.


My mind went to the Cheat Sheet issue too!
This is a disaster waiting to happen